Service Excellence and Training Specialist - Ho Chi Minh City, Việt Nam - Mouser Electronics

Mô tả

The Service Excellence & Training Team provides quality assurance, detailed guidance, coaching, and training on sales processes, programs and systems in a manner which ensures total quality and exceptional customer service.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Team player and role model who motivates teams to provide excellent customer service.
• Assists with development of customer service strategies and inspires positive change in others.
• Coaches, and assists customer service staff with determining customer needs and providing customer service beyond customer initiated requests.
• Responsible for editing, updating, and suggesting improvements to customer service processes and procedures. Works directly with Customer Service Management to help with monitoring and enhancing service excellence.
• Provides feedback to management for trends on training needs, process improvements and performance management
• Uses good judgment and analyzes the impact of decisions and responses before execution.
• Delivers training in variety of formats: presenting to class, one on one, or via electronic communication
• Confidential and trustworthy

SKILLS & CERTIFICATIONS

• Desire, personality, and ability to interact directly with Internal and External customers and other business associates
• Strong teaching, analytical, problem solving, negotiation, time management, and organizational skills
• Ability to effectively manage projects, analyze training needs, processes and systems and make recommendations for improvement
• Excellent communication and presentation skills, verbal and nonverbal, with all levels of individuals and groups, including in a telephone environment
• Fluent verbal and written in local language and English. Additional languages would be a plus.
• Demonstrates a positive attitude toward self and others
• PC experience in a Microsoft Windows environment, proficient with MS Office and other software.
• Detailed and thorough in work habits with multitasking ability

JOB LEVELS
Service Excellence & Training Specialist I

• Exhibits the desire to provide excellent service.
• Supports with development of resultsoriented customer service
• Works under close supervision.
• Exhibits desire and ability to advance.

Requirements:

• Bachelor's Degree in business, Customer Service, or related field.

Service Excellence & Training Specialist II

• Performs the job's tasks independently per defined procedures or guidelines and adheres to Mouser standards.
• Selfmotivated and results oriented.
• Effective performance independently or as part of a team.

Requirements:

• Consistently meets or exceed Service Excellence & Training Specialist II performance requirements.

Category:
Sales/Customer Service

Mouser is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.